A staggering 71% of all employees report disengagement at work, yielding a costly 26% attrition rate in the call centre industry. Modern organisations are turning that around by leveraging unified Gamification platforms that harness the motivational power of rewards, recognition, peer collaboration, mastery and autonomy. This is resulting in a dramatic lift in discretionary effort employees are putting forth at work.

During this 60-minute session, Vice President of Noble Gaming Solutions, Brett Brosseau, and Enterprise Gamification Specialist, Ineke Carey, will explain how organisations within the credit and collections industry can leverage gamification to increase productivity and efficiency of collectors, dramatically improve employee retention and accelerate desired learning outcomes – all culminating in a dramatic impact on the bottom line.

Consumers often find collections calls to be intrusive, frustrating and embarrassing. Debt collection contact centre agents face stress, angry customers and other emotionally taxing challenges every single day. In addition, they do their jobs knowing that their employer can lose customers forever if they mismanage these delicate engagements.

Agent attrition is an epidemic in contact centres as agent tenure decreases each year. Noble WEM and Gamification solutions help keep agents motivated and focused. Using game mechanics, Noble Gamification drives desired behaviours, leverages science-based motivational techniques to train, provides ongoing feedback to collectors and rewards them for improved business outcomes.

In addition to workforce engagement solutions, Noble Systems offers a comprehensive suite of technologies that increase right-party contact rates, streamline the communications process and promote advanced list management and dialling strategies that help maintain compliance. Real-time and post-call speech analytics, integrated agent monitoring and interaction recording provide valuable insight for quality assurance, and single/dual recording and wireless number dialling solutions are available in a PCI-Ready environment.

Noble Systems Corporation is a global leader in the customer communications industry, providing innovative solutions for Contact Centre, Workforce Engagement and Analytics technologies. Tens of thousands of agents at client installations worldwide use Noble platforms to manage millions of customer contacts each day. For more information, visit www.noblesystems.com.